J.D. Associates Retail POS Solutions Blog

Customer Loyalty and Peeping Toms

  

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I had a recent shopping experience that needs to be shared because it was so off-the-graph positive.

Several weeks ago, I moved into a new townhouse which quickly needed window treatments. I started with cellular shades and went to a large home improvement store that's branded blue. I went through many gyrations of what to install: color, top-down or bottom-up, single header with one large shade or single header with two shades.  In the end, the decision was mine.  But I was slightly misguided by the salesperson, who was very experienced.

The shades arrived at the home improvement store, waiting for pickup. The installer followed and viola! privacy! The installer, who is contracted by big blue, surveyed me after the install.  I answered honestly. My bedroom window could potentially be a magnet for any local peeping Toms. There was a 3/4 inch space separating the two blinds covering three side-by-side windows (a configuration I OK'ed) giving way to a privacy breach.  He jotted down my concerns as he completed his survey. 

Next day I got a survey call from the blue store.  I voiced the same concerns taking responsibility for approving the configuration.

What happened? Big blue replaced the bedroom shades with one large bedroom shade at their expense.

Why did it happen?  Because they want my next purchase to be with them. 

What happened next? Within two weeks of the shade purchase, I bought a new HE washer and dryer during the tax-free weekend. They earned my business; they got my business.

Treat your customers the way you want to be treated (isn't that a 'Golden Rule' we learned in kindergarten?) and they'll be loyal to you.

Track those customer purchases in your retail point of sale software and create a customer loyalty program. Reward them for their purchases and they'll reward you with their loyalty.